CS&S Technical Analyst @ Southwest Airlines

Job Information

Job Description:

Responsibilities

    • Provide daily administration for Telephony, Workforce, and CRM systems, including making configuration changes to align to contract and process/procedural updates.
    • Collaborate with Technology and Outside Vendors on system changes and updates to ensure alignment.
    • Responsible for maintaining alignment between Business Teams system functionality. Must ensure that all updates to any system are compatible across all platforms.
    • Responsible for identifying and solving impacts to Reporting caused by system updates/changes. Keeps system reporting in proper alignment with procedural changes in constantly changing business environment.
    • Establish and maintain an archival system to ensure balance between system storage limitations and needed documentation
    • Responsible for translating outside data sources for input into third party systems.
    • Build out stand-alone reporting or application functions from existing system infrastructure.
    • Identify opportunities for continuous improvement, present solutions, and implement approved changes.
    • Responsible for the business upkeep, configuration and changes to workforce management software and CRM systems.
    • Coordinate telephony changes to seamlessly dovetail into the current business systems
    • Serve as change agents to identify organizational improvements needed and work with Technology partners to design systems to implement changes and train and motivate others to use these systems
    • May perform other job duties as directed by Employee�s Leaders

Knowledge, Skills and Abilities

    • Ability to receive direction for projects and assignments in objective oriented terms.
    • Ability to assume a high level of responsibility and to provide direction in a team-oriented environment.
    • Skilled in analytical and problem solving
    • Skilled in Microsoft Office Platform
    • Ability to partner and work effectively in cross functional Teams across multiple Departments and locations.
    • Knowledge and technical skills in terms of CS&S Operational processes and systems preferred.
    • Ability to demonstrate and maintain an extremely high regard for confidential and sensitive information.
    • Ability to present and communicate ideas effectively

Education

    • Required: High School Diploma or GED

Experience

    • Intermediate level experience, fully functioning broad knowledge in systems administration
    • Preferred: Experience with Salesforce Service Cloud, INFOR, SQL, Avaya Telephony, and Alvaria Workforce Management (WEM)

Licensing/Certification

    • N/A

Physical Abilities

    • Ability to perform work duties from limited space workstation/desk/office area for extended periods of time
    • Ability to communicate and interact with others in the English language to meet the demands of the job
    • Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job

Other Qualifications

    • Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines
    • Must be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986
    • Must be at least 18 years of age
    • Must be able to comply with Company attendance standards as described in established guidelines

Benefits:
Experience Level: Junior/Associate
Work From: Hybrid

Company Information

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